Escalation Engineer

Job Title: Escalation Engineer

Job Location: Richmond VA

Work Mode: Onsite

Interview Type: Virtual

Job Summary:

The Escalation Engineer role is responsible for resolving complex desktop-related incidents escalated from lower support tiers, conducting root cause analysis, optimizing system performance, leading advanced configurations and deployments, and collaborating with other IT teams. This role also involves vendor management and knowledge transfer to Tier 1 and Tier 2 support teams.

Responsibilities:

• Resolve complex desktop-related incidents escalated from Tier 1 and Tier 2 within 48 hours.
• Maintain a resolution accuracy rate of 95% for advanced issues.
• Escalate Tier 3 issues related to managed service providers associated with applications.
• Conduct root cause analysis for recurring issues, documenting findings within five business days.
• Implement and verify permanent solutions for 100% of identified root causes.
• Perform performance tuning and optimization of desktop systems, achieving a 10% improvement in system performance metrics on a bi-annual basis.
• Regularly review system logs and reports, addressing anomalies within 24 hours.
• Lead the deployment of advanced desktop configurations and applications, ensuring 100% compliance with technical specifications.
• Develop and implement automation scripts to streamline desktop management processes, reducing manual effort by 20% on a bi-annual basis.
• Collaborate with other IT teams on cross-functional projects, contributing technical expertise.
• Conduct monthly knowledge transfer sessions with Tier 1 and Tier 2 support teams, ensuring knowledge retention of at least 90%.
• Liaise with external vendors for advanced support and warranty claims, ensuring resolution within vendor SLAs.
• Maintain detailed records of vendor interactions and performance, reporting quarterly.

Required Skills & Certifications:

• Advanced troubleshooting skills.
• Experience with root cause analysis.
• System optimization expertise.
• Advanced configuration and deployment skills.
• Vendor management experience.

Preferred Skills & Certifications:

Automation scripting experience.

Additional:

• Must resolve escalated incidents within 48 hours.
• Must maintain a 95% resolution accuracy rate.
• Must document root cause analysis findings within five business days.
• Must ensure 100% compliance with technical specifications for deployments.

#CB #DICE